As you probably know, many of the questions sent in by customers are repeated. This means you would have to repeat the same answers. Through the shortcuts you save up time because there is no need for you to type the same answers.
With out live chat you can assist more visitors at the same time compared to when you are on the phone with them. Normally there is some dead time between the message you send and the response, therefore you can serve more customers simultaneously.
In customer support, sending and receiving files easily and instantly is of the utmost importance. In that way you can go round the email procedure and the chat goes on much faster and more effectively.
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